Senior Application Support Engineer (Remote Ontario)

Smile Digital Health

24d•Remote

About The Position

Working for Smile Digital Health means supporting their mandate for #BetterGlobalHealth through an innovative health data platform and data management solutions used in over 20 countries. Smile Digital Health is recognized as #19 on Deloitte's Technology Fast 50 Ranking for 2024. The platform is FHIR-based and enables healthcare stakeholders to collect and exchange data, helping organizations better manage healthcare data and improve patient care. This role is responsible for troubleshooting support tickets, maintaining and developing software and tools for implementation projects, and handling bug fixes and enhancements. Responsibilities may include working with cloud infrastructure, Helm charts, Azure pipelines, Java source code, and configuration files. The position involves close collaboration with clients, internal development, and QA teams, and includes an on-call rotation for Tier 2 issue support.

Requirements

Post-secondary education in Computer Science, Engineering, Mathematics, or a related field, and/or equivalent working experience.
8+ years of experience with Software Development in Java.
Experience with developing software applications, unit and functional test practices.
Experience in end-to-end feature development.
Experience building complex systems.

Nice To Haves

Experience in HL7 (V2, FHIR) is highly preferred.
Experience with Hibernate, Spring, REST web services, Git is an asset.
Experience working in a support/troubleshooting role is an asset.
Preference to candidates based in Ontario.

Responsibilities

Provide advanced technical support by partnering with Tier 1 and Tier 2 Service Desk teams to diagnose, troubleshoot, and resolve complex customer incidents, participating in major incident response and root cause analysis as needed.
Analyze business, product, and customer requirements to design scalable, maintainable, high-performing, and interoperable technical solutions while ensuring alignment with architectural standards and best practices.
Collaborate cross-functionally with Product, Engineering, Support, and other stakeholders to design, develop, test, implement, and support enhancements and defect fixes.
Lead technical decision-making by evaluating emerging technologies, recommending improvements to tools, frameworks, coding standards, and software development practices, and driving continuous improvement initiatives.
Provide technical leadership and mentorship to developers and Tier 1/Tier 2 support teams by sharing best practices, troubleshooting techniques, debugging strategies, performance optimization, and operational procedures.
Break down technical work, provide guidance on implementation approaches, and serve as the primary technical escalation point for project issues, delivery status, and complex production challenges.
Maintain and enhance development frameworks, technical documentation, and operational procedures to ensure knowledge sharing and long-term maintainability.
Ensure all delivered solutions meet security, privacy, quality, performance, and architectural standards while complying with organizational policies and industry best practices.
Coach and mentor junior developers and co-op students through code reviews, technical guidance, and career development.
Participate in an on-call production support rotation and provide after-hours support for critical production incidents, ensuring timely resolution and minimal customer impact.
Demonstrate strong analytical and problem-solving skills with the ability to identify root causes, evaluate alternatives, and implement effective technical solutions.
Hold all confidential information in trust and strict confidence and ensure that it shall be used only for the purposes required to fulfill employment obligations, and shall not be used for any other purpose, or disclosed to any third party. A breach of policy or misuse of information could result in disciplinary action up to and including termination of employment.